Implementation Director
| Company | Hi Marley |
|---|---|
| Location | Boston, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Expert or higher |
Requirements
- 10+ years of experience in enterprise SaaS delivery, consulting, or implementation leadership
- 5+ years of people management experience, including managing cross-functional or customer-facing teams
- Experience in the P&C insurance industry is required — with a deep understanding of carrier process / workflows
- Strong consultative mindset — able to guide customers through change, ask the right questions, and enable them to be successful
- Proven success building and scaling implementation or services teams in high-growth environments
- Exceptional project management abilities, with a history of successfully managing multiple implementations simultaneously
- Strong problem-solving skills and the capacity to navigate complex client environments effectively
- Excellent communication and relationship-building skills, capable of engaging with both technical and non-technical stakeholders
- Demonstrated experience partnering with Sales, Product, and Engineering on customer needs, roadmap feedback, and solution design
- Ability to lead teams who speak to both technical and business audiences
Responsibilities
- Drive consistency and excellence in execution across projects, including customer kickoff, solution delivery, and handoff to Customer Success and Account Management
- Deliver consultative onboarding experiences that solve real business problems and ensure optimal integration of Hi Marley into carrier workflows
- Build trusted relationships with customers and cross-functional leaders
- Foster a strong team culture rooted in problem-solving, ownership, growth mindset, and empathy
- Serve as a senior escalation point for complex implementation scenarios
- Operationalize and continuously improve our implementation framework and methodology, ensuring high-quality delivery and consistency
- Champion the voice of the customer in internal conversations
- Execute against a defined services framework, with opportunities to recommend enhancements based on delivery insights, understanding of carrier needs, and company direction
- Identify patterns across engagements to improve delivery processes, onboarding timelines, and team efficiency
- Collaborate with internal stakeholders to contribute feedback that enhances product adoption, integration support, and onboarding readiness
- Monitor implementation KPIs and support reporting on team performance, delivery outcomes, and customer relationship health
Preferred Qualifications
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No preferred qualifications provided.